2013-12-04 12:28:33 - fast growing insurance retailer Hastings Direct wants to enhance customer service and provide improved channel choice for its 1.3 million customers, while increasing efficiency across its contact centre operations by deploying Eptica’s multi channel customer service platform.
Reading, 4 December 2013,
The company will use Eptica to centralise knowledge and make it available across email, telephone and web self-service channels. Initial implementation is planned to commence in December 2013 at its head office providing staff with access to the most up to date information for resolving customer enquiries.
Nigel Hurst, head of change & continuous improvement, Hastings Direct said: “Eptica will allow us to look after our customers even better as we continue to grow. We want to ensure customers can contact us through the channel of their choice and we recognised we needed a platform that could help us deliver this, while also enhancing service. We chose to work with Eptica as they demonstrated a deep
understanding of the insurance market and a long term partnership approach that will help us empower our staff with knowledge and achieve our goals, now and in the future.”
“Over the last five years Hastings Direct has grown rapidly by focusing on delivering what customers want,” said Paul Barnes, VP Operations, Eptica UK. “With our software and its single knowledgebase we believe it will deliver consistent, efficient service across multiple channels, with a future proofed system that can develop as the business grows.”
Eptica (www.eptica.com) is a global provider of multichannel customer interaction software, including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 400 customers, including some of the world’s largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica’s customers include: Dixons, Domestic & General, Haven Holidays, TUI, Debenhams, Virgin Holidays, Capita and Ageas Insurance Solutions.
Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. The company’s continuing innovation and strong performance resulted in Eptica’s inclusion in Gartner’s 2012, 2011 and 2010 Magic Quadrants for Web Customer Service.
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Chris Measures +44 (0) 7976 email@example.com
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Hastings is one of the UK’s fastest growing insurance brokers employing 1,500 people. We are a multi-award winning company which has built our business by championing the consumer and helping to hold down the cost of quality insurance. We offer car, motorcycle, van, household and pet insurance direct to the public and through our growing affinity partnerships with many UK and global leading brands.
We employ the very latest anti fraud technology to protect our customers and have driven a seven-fold increase in the amount of fraud detected since February 2009.
Hastings Direct is a trading name of Hastings Insurance Services Limited.
The company’s brands are Hastings Direct, People’s Choice, insure and Renew.